Case Study
Provincial Public Security
Project: Criminal Information Call Center
Installed System: MITEL Call Center Infrastructure

Context
Provincial Public Security is responsible for maintaining peace and public order, protecting citizens and preventing crime throughout the province. It also supports the police community, coordinates large-scale police operations, contributes to the integrity of state institutions and ensures the security of certain transportation networks.
Prior to the implementation of the new call center, the processing of criminal information and denunciations was at the mercy of an outdated telephone system and database.
Project objectives
- Information Centralization: Create a single collection point for all criminal information.
- Confidentiality Assurance: Guarantee the confidentiality of calls and information transmitted.
- Improved Efficiency: Optimize call response and processing, and follow-up of criminal information.
Solution
MITEL call center infrastructure: The Sécurité Publique Provinciale opted for a MITEL infrastructure for its advanced call center management and conversation recording capabilities.
- Call centralization: The MITEL system centralizes 1-800 calls, enabling uniform and structured collection of criminal information.
- Confidentiality and Security: Calls are handled confidentially, with rigorous security protocols to protect sensitive information.
- Conversation Recording: Conversations are recorded and can be used for crime analysis, investigation follow-up and training purposes.
Implementation
The implementation of the MITEL system followed several key stages:
- Needs Analysis: An in-depth needs analysis was carried out to understand the specific requirements for collecting and processing criminal information.
- Planning and Design: Detailed planning and customized design were developed, incorporating best practices in call center and information security.
- Installation and Configuration: MITEL equipment was installed and configured in the customer’s secure data center, ensuring seamless integration and optimum performance.
- Training: Comprehensive training was provided to call center operators to maximize call handling efficiency and security.
- Ongoing support: Ongoing technical support has been put in place to ensure that the system runs smoothly and that any problems are quickly resolved.
Results
- Efficient centralization: The centralization of calls enabled more efficient and structured collection of criminal information.
- Enhanced confidentiality: Rigorous security protocols ensured the confidentiality of information provided by citizens.
- Increased efficiency: Rapid response to calls and effective follow-up of criminal information were considerably improved.
Conclusion
The implementation of the MITEL call center infrastructure within the Provincial Public Security has transformed the way criminal information is collected and processed. Centralizing calls and guaranteeing confidentiality have not only improved operational efficiency, but also strengthened public confidence in the public security system.
Opinion
The Provincial Public Security’s criminal information call center project demonstrates how an advanced technological solution can enhance criminal information gathering and processing capabilities. As a telecommunications representative, I consider the adoption of the MITEL infrastructure for this project to be an exemplary strategic decision. Not only does it enable information to be centralized and secured, it also improves the efficiency and speed of call response. This case study is a perfect illustration of how well-integrated technology can transform public safety operations, bringing significant benefits to both law enforcement agencies and citizens.
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